Build Awareness of Need and Opportunity for Quality Improvement
Realise that all processes are improvable
Taking an example of mistakes published in a newspaper the previous day, Juran says that they should:
Survey the staff, asking them why the mistakes were made
After a week, select the top ten reasons
Decide how to make sure those mistake-causing steps will not be repeated
Keep track of the number of mistakes being made to ensure they are decreasing
This is a beginning of a quality improvement program.
Set Goals for Quality Improvement
Juran’s formula for results is as follows:
Establish specific goals to be reached
Establish plans for reaching the goals
Assign clear responsibility for meeting the goals
Base the rewards on results achieved
Organise to Reach your Goals
Establish quality council
Any company that has been actively engaged in moving toward TQM in the past few years knows how important education and training are. The concepts, methods and tools for modern quality management are new for most of the members of a company — managers, professionals and workforce. The investment in education and training is high but the rewards are great.
Carry out projects to solve problems.
Large improvements are usually the result of interdepartmental or even cross-functional quality improvement teams. These teams tackle the chronic problems that have been in the way of company progress for a long time. These are the vital few problems that create the breakthroughs in quality by reducing waste and improving customer satisfaction dramatically.